My Theme is infected or corrupted – URGENT

Any changes made to the Page, Portfolio, or Blog and click to Preview or Update all the content between the header and footer disappear. I don’t even have to make a change just click the “Save” button.

We rebuild the page We can and it works fine until “Save” is clicked.

It appears when the “Save” button is clicked this triggers the issue.

We cannot make a template of the page – does not save.

It’s hard to explain all the steps and process we have been though in a discussion thread, but please know this will spread to the other pages. At one point we could no longer make any changes to any Page, Portfolio, or Blog.

Thanks for your quick response this is critical.

I have done it again but please note this was one of the many things that were attempted. And found to be ineffective.

We have re-installed WP core and Themes several times that is why you do not see it there now. Over writing is the only way to get the issue under control.

I have been working on this issue with WP-Tech and Developer since January.

Have a great day.

I just got this email.
“I tried to make a minor edit on the Surg Tech page…and now it’s gone!”

The templates are not working so this means we lost that whole page..

UPDATE on pages:
The pages we can’t change anything are:
Surg Tech
Computed Tomography
Blog

The pages that let us make changes and then would not allow changes after the “save” are:
Office Skills
Business Admin
Accounting Clerk

Have you had any success with looking into what’s happening? I appreciate anything you can do to resolve this quickly.

• This reply was modified 7 years, 9 months ago by LBiLearn. Reason: Email of the up to date list of all page affected. We are in critical state!!

Andy,

I have done that 4 times already with the Techs from WordPress. It has no affect. I have given the SFTP login access to the staging site feel free to test all these things.

I am sorry I thought I had explained that I worked with Word Press Techs and the Developer of the site since January. I don’t think I understand. Are you saying you are not going to support your product?

Thanks so much,
Kimberly

Andy,

Thanks for quick response.

Yes, it had the WPengine techs stumped too. Please login to our site and you can see what is happening.

I have worked with several WPengine techs since January. I have also been working with the Developer. They have all determined it has to be the theme.

They ran a scan on the sight and found no virus.

We have changed the theme in staging to WP theme and tried a free theme. We Only see the issue when we use Enfold theme.

We have turned off all plugins on the staging to no avail.

We update the core WP files and everything works until we use the Enfold theme things start breaking again. As soon as the “Save” button it all starts happening.

Have a great day,
Kimberly

• This reply was modified 7 years, 8 months ago by LBiLearn. Reason: added ticket with WPengine

Andy, Sorry fixed access for you. :)

It is not clear to me if you are looking at the staging or production for the theme version. So, I recreated the staging site to make sure you see the actual version of the theme.

I have done it several times but I will do it again for you. :)
The links that you sent me to have the options for child theme – basic starter and theme options neither of which have the enfold dir in them.
I obtained my enfold dir from https://themeforest.net/downloads (version 4.0.2) This is the one and only update email I have. (this is the one I have done these steps with 4 times) ;)
FTP to staging – navigated to the enfold dir and deleted the enfold folder and enfold-child

I have placed the exact steps that we are doing in our editing (See link in private content). The issue has changed to not being able to use the Save button. This was the initial issue that was brought to me in Dec 2016. See my notes at the bottom of the link I sent you.

Have a wonderful day,
Kimberly

The WP Engine Techs said it has to be the theme and to contact my theme support.

Yes, the memory to 256 (Basil asked for this but I already had it – since he asked for it I thought it was gone- I confirmed again it is still there)

Sorry, I don’t know why you are not able to log in. I have no trouble. I will give you the information again. ;)

Sorry, it is still are not clear on what version you are wanting.

I made a new staging site, using SFTP I deleted the enfold folder located under wp-content -> themes. I then transfered the enfold folder.
I just did it again so you can see today’s date.
I watched the video again and a few things are different
The zip folder he extracts is not the same as the folder I get from my account. https://themeforest.net/downloads
I only have to extract once to get the enfold folder
I didn’t have to activate the theme
I didn’t have to reset my settings.

I did log into my account. https://themeforest.net/downloads (version 4.0.2) I extracted it
If there is a newer theme I need you to give it to me or tell me where to get it, because there are no newer downloads in my account.

Yes, thank you. I do deactivate the plugins (see my note above – I just created new staging) I deactivated the Plugins again for you.
Please do ANY testing that you need to do in the staging.

In January I was brought on board to figure out why these pages were not saving, losing content between the headers.

I created a staging site (there was not one)
I updated the Theme and WP (they were outdated)
I updated Plugins (as needed)
I removed Plugins that seemed unneeded.
I added security plugin (there was not one)
I deleted extra Themes – not needed
I deleted extra pages – not needed
I removed users and set rolesapproprately; I verified secure passwords for users (in Dashboard and in Portal to WPengine)
I have Deleted Enfold dir and replaced – on prod and staging with twice now (version 4.0.2)
I added to wp-config.php- define(‘WP_MEMORY_LIMIT’, ‘256M’);
I tried define( ‘WP_DEBUG’, true ); to see if I could see anything in the PHP code.

WPengine Scanned files and other troubleshooting
WPengine Replaced Core FTP files – this fixes this for a day and then we make changes and issues come back

Testing I have done:
I have Turned off Plugins & Deleted all Plugins – Issues remained
I have Changed Themes – on staging; When I do this we are able to make changes just fine.

Current Status given to me by Allison: She and the other users are experiencing the following:

GROUP 1: The pages that don’t want me to change anything are:
Surgical Tech Certificate – Page
Earn a Certificate in Computed Tomography – Portfolio
Blog – page
Vet Radiology – Page
Continued Education- Page

GROUP 2: The pages that let me make changes and then would not let me change that change after the “save” are:
Online Office Technology Skills Certificate – Portfolio
Business Administration Degree – Portfolio
Online Accounting Clerk Certificate – Portfolio

Here is something weird for you
I created staging on 2017-03-27 11:26:42am.
Tina edited http://lbilearn.linnbenton.edu/surgical-tech-certificate/ on 2017-03-21 and lost the content
BUT http://lbilearn.staging.wpengine.com/surgical-tech-certificate/ (hosted on WPengine)

Andy,

Thanks for looking into this. I contacted support agent he said they can turn it off for an application but not the whole site. So, I asked if they could turn it off for the theme. He wants to know “what” to uncache.

I checked the Cache Options on the WPengine Portal and the Object Caching is Disabled.

I have not see a change yet. I will check in a couple hours.

Kimberly

Andy,

I only want you testing in staging please. If you need a new staging site let me know. Just so you know there is no caching on in staging so there is nothing to turn off. ;)

I hope that helps you,
Kimberly

Andy,

I had added in the login credentials in a prior response (March 19, 2017 at 6:56 pm) but I will add them again for you. :) This is an admin login to the dashboard.

I am giving you staging access because I cannot have you altering production.

Please note that WPengine does not cache their staging environment. So, there is nothing to turn off.
My apologies I thought you knew this. When you had asked me to have them turn off caching I thought you meant production.

I can reset staging (snapshot image of production) just let me know.

Have a great day,
Kimberly

Andy,

I have sent you admin access twice now. Can’t you see the information in the private content?

I’m confused, can you not see me post from April 7?

I cannot get proper support in a timely manner if you are not able to accurately see what I am posting. I gave this Admin login information on March 17, 2017 at 7:09 pm and again on March 19, 2017 at 6:56 pm and again on April 5, 2017 and Again today.

Let me copy and paste my post from April 7th again for you since you cannot see it.
********************************************************************************************************************************
April 5, 2017 at 7:10 pm #772765 EDIT | REPLY

Andy,

I had added in the login credentials in a prior response (March 19, 2017 at 6:56 pm) but I will add them again for you. :) This is an admin login to the dashboard.

I am giving you staging access because I cannot have you altering production.

Please note that WPengine does not cache their staging environment. So, there is nothing to turn off.
My apologies I thought you knew this. When you had asked me to have them turn off caching I thought you meant production.

I can reset staging (snapshot image of production) just let me know.

Have a great day,
Kimberly

Andy,

Yes, I will give it to you again. You can also see this information in my replies on (March 29, 2017 at 8:15 pm, March 19, 2017 at 6:56 pm, and on March 17, 2017 at 7:09 pm).

Also, let me know if you need to start over with a new snapshot of production, in the staging.

Thanks so much,
Kimberly

Thanks for the tip. ;D I have been working with Level 2 techs and the Developer since January 2017. ;)

They have both been great to work with and fast in response. Their conclusion is that there is an issue with the theme.

If you have any other ideas I am open to them. We are stuck not being able to update or change content on the web pages.